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Client Support Consultant

2 months ago

Chicago, Illinois, United States Cayuse Full time
Job Overview

The dynamic realm of scientific inquiry thrives on individuals who are passionate about addressing intricate challenges. At Cayuse, we prioritize our clients' achievements by enabling organizations to engage in globally interconnected research that enhances their contributions to science, discovery, and society. Our commitment is further reinforced by our reliable, integrated, and user-friendly technology that provides exceptional value, alongside world-class service and support that expedite results.

However, we are more than just a powerful platform driven by cutting-edge technologies. We are a collective of outstanding, highly skilled professionals with diverse expertise, and we are expanding our team to support our ambitious growth objectives. The core strength of Cayuse lies in our values centered around customer and employee satisfaction, along with our dedication to industry-leading solutions. This is an exciting moment to become an integral part of our expanding team.

We are in search of a motivated individual to assist us in continuing to serve and delight our existing and growing customer base. If you have a passion for helping others, possess strong communication abilities, enjoy problem-solving, and thrive in a fast-paced environment, you may be an excellent match for our organization.

Key Responsibilities

  • Engage with clients to collect information and resolve support-related inquiries
  • Professionally manage incoming phone calls from clients
  • Address support tickets via email
  • Ensure prompt responses to client questions
  • Create documentation for both clients and internal use
  • Identify and report defects to the development team
  • Achieve service level agreements and customer satisfaction targets
  • Appropriately escalate problem tickets
  • Continuously learn about new products and features
  • Participate in daily support stand-up meetings
  • Assist other departments as a subject matter expert
  • Provide feedback on new features
  • Contribute to special projects as assigned by management

Expected Deliverables

  • Resolve client inquiries while meeting established goals
  • Enhance or correct documentation related to product usage
  • Manage personal workload while aligning with company objectives

Required Skills and Qualifications

  • Excellent professional communication skills via phone and email
  • Proficient in troubleshooting and testing
  • Understanding of the SaaS business model
  • Familiarity with computer systems and software
  • Experience in developing training materials
  • Knowledge of Zendesk
  • Experience with Jira
  • Proficient in Google Suite
  • Minimum of 2 years of experience as a Product Support Specialist
  • Must reside in Central or Eastern Timezone

Benefits

  • Competitive medical benefits (PPO + HSA available)
  • Vision, dental, and short-term disability fully covered
  • Unlimited paid time off, holidays, and flexible work schedule
  • Remote work stipend
  • Equal paid parental leave
  • 401k with employer matching
  • Quarterly wellness reimbursement
  • Remote work environment promoting the ultimate employee experience

Cayuse does not accept agency resumes. We are committed to fostering a culture of inclusion and belonging where everyone feels respected, treated fairly, supported, and nurtured. We share the responsibility for creating and maintaining a work environment that celebrates differences and empowers us to strive for excellence. We are proud to be an equal opportunity employer and actively seek to recruit, develop, and retain a diverse and talented workforce.